Project Engineer

Ascom • Durham, NC

16d • Hybrid

About The Position

Our Customer Care department is looking for a Project Engineer to join the Ascom team. This is a hybrid position located in our Morrisville office. We would like you to lead project implementations for the SMA upgrade program, providing advanced technical services including maintenance, troubleshooting, and repair of Ascom solutions. You will translate service objectives into high-quality execution, optimizing processes and supporting team performance. You will have a financial impact by directly contributing to recurring revenue through maintenance contracts and high-quality service delivery. You will execute against customer entitled upgrades based on the SMA program, enabling the implementation team to focus on paid professional service projects and supporting continuous improvement of service processes. You will lead discussions with customers and internal teams to resolve complex issues and align on service delivery, acting as a key liaison across departments and with customers. You will support SMA upgrade implementation and configuration according to project requirements and technical specifications, on-site or remotely. You will perform project management and handover tasks for assigned work packages or small SMA upgrade projects. You will maintain accurate technical documentation, including configuration records, test protocols, and handover files. You will carry out system updates and basic troubleshooting in collaboration with senior engineers. You will contribute to customer communication, especially during handovers or training sessions, with guidance. You will report progress and raise risks or issues to the project manager in a timely manner. You will follow internal standards (SOPs), quality, and safety procedures, while actively participating in learning activities and onboarding. You will act as the first point of contact for all incoming service requests, incidents, and alerts, handling typical hardware and software issues, problems with network access or end user handling, and standard product troubleshooting. You will diagnose and resolve standard technical issues using predefined procedures and knowledge base resources. You will forward unresolved or high-impact incidents to 2nd Line Support with complete and accurate documentation, following clear escalation protocols and providing diagnostic data for effective handover.

Requirements

• Knowledge of remote access tools and basic user support techniques.
• Proficient in using project planning and collaboration tools such as JIRA, MS Project, SharePoint, MS Planner, as well as ERP and ServiceNow.
• Ability to work constructively and collaboratively with a variety of individuals and teams.
• Leads and manages projects from start to finish using professional project management methodologies and tools.
• Prioritizes customer needs and satisfaction and understands how Ascom’s solutions provide value to the customer’s business
• Manages workload effectively to meet response and resolution targets.
• Bachelor’s degree, vocational training, or equivalent experience in IT, Telecommunications, or a related field.
• Additional certifications in Project Management, Customer Support or Customer Service.
• 3-5 Years of experience in Project Management, Customer Support, Technical Helpdesk or Service Operations.
• 1-2 years experience in ticketing systems
• 3-5 years experience in the IT, telecommunications or healthcare sector

Responsibilities

• Leads project implementations for SMA upgrade program.
• Provides advanced technical services, including, maintenance, troubleshooting, and repair of Ascom solutions.
• Translate service objectives into high-quality execution, optimizing processes and supporting team performance.
• Have a financial impact by directly contributing to recurring revenue through maintenance contracts and high-quality service delivery.
• Execute against customer entitled upgrades based on the SMA program.
• Enables implementation team to focus on paid professional service projects.
• Supports continuous improvement of service processes.
• Lead discussions with customers and internal teams to resolve complex issues and align on service delivery
• Act as a key liaison across departments and with customers.
• Support SMA upgrade implementation and configuration according to project requirements and technical specifications, on-site or remotely.
• Perform project management and handover tasks for assigned work packages or small SMA upgrade projects.
• Maintain accurate technical documentation, including configuration records, test protocols, and handover files.
• Carry out system updates and basic troubleshooting in collaboration with senior engineers.
• Contribute to customer communication, especially during handovers or training sessions, with guidance.
• Report progress and raise risks or issues to the project manager in a timely manner.
• Follow internal standards (SOPs), quality, and safety procedures, while actively participating in learning activities and onboarding.
• Act as the first point of contact for all incoming service requests, incidents, and alerts.
• Handle typical hardware and software issues, problems with network access or end user handling, and standard product troubleshooting.
• Diagnose and resolve standard technical issues using predefined procedures and knowledge base resources.
• Forward unresolved or high-impact incidents to 2nd Line Support with complete and accurate documentation.
• Follow clear escalation protocols and provide diagnostic data for effective handover.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees